The customer survey supports HM Revenue and Customs’ (HMRC) customer centric business strategy. This report sets a baseline for measuring customer experience from 2015, allowing the department to chart its progress in this area over time. This annual survey covers a broad range of measures focusing on the areas analysis indicates are the priorities for HMRC’s customers.
The customer survey measures customers’ experience of interacting with HMRC, their perceptions of compliance and HMRC’s reputation for 3 main customer groups:
- small businesses
- financial agents
This report presents the results from the annual survey for 2015 for each customer group.